10965 IT Service Management with System Center Service Manager

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10965 IT Service Management with System Center Service Manager

This 5-day course will provide participants with the key knowledge required to deploy and configure System Center 2016 Service Manager.

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Overview

This 5-day course will provide participants with the key knowledge required to deploy and configure System Center 2016 Service Manager. Using hands-on labs, participants will learn the following:

  • Where Service Manager sits within the System Center 2016 product
  • What business and technical needs Service Manager is designed to meet
  • How Service Manager aligns itself to ITIL and MOF
  • How to architect and implement a System Center 2016 Service Manager deployment
  • How to upgrade an existing Service Manager 2012 R2 environment to System Center 2016
  • How to customize System Center 2016 Service Manager to be in line with corporate standards
  • How to configure Incident and Problem Management
  • How to configure Activity, Change and Release Management
  • How to configure Service Requests
  • How to configure Service Level Management
  • How to customize the Self-Service Portal
  • How to configure Reporting and Analysis
  • How to troubleshoot Service Manager and perform disaster recovery
  • How to create customized Service Manager forms

Prerequisites

Participants who wish to take up this course should meet the following prerequisites:

  • Working knowledge of Windows Server 2012 R2 and Windows Server 2016
  • Working knowledge of SQL Server 2012 and SQL Server 2014
  • An understanding of the IT management processes that are included with ITIL and MOF

Who Should Attend?

This course is intended for cloud and datacenter administrators who are new to System Center 2016 Service Manager and are responsible for deploying, configuring and operating it in their cloud or datacenter. This course is also intended for Cloud and datacenter administrators who are already familiar with Service Manager and want to upgrade their skills to include the new features found in System Center 2016 Service Manager.

Course Outline

  • Business Drivers behind IT Service Management
  • Introduction to Microsoft System Center 2016
  • System Center 2016 Service Manager Overview and Key Features
  • Adopting ITIL/MOF Best Practices with Service Manager
  • Aligning IT Service Management Requirements to Service Manager
  • System Center 2016 Service Manager Architecture and Core Components
  • Hardware, Software and Security Requirements
  • Planning and Sizing a System Center 2016 Service Manager Deployment
  • Installing System Center 2016 Service Manager
  • Installing and Configuring the Service Manager Self-Service Portal
  • Overview of the Service Manager Console
  • Upgrading to System Center 2016 Service Manager

Lab: Installing System Center 2016 Service Manager
Lab: Upgrading to System Center 2016 Service Manager

  • Overview of Management Packs
  • Overview of the Service Manager CMDB
  • Managing Activities
  • Managing Workflows
  • Managing Templates
  • Security and User Roles

Lab: Configuring Service Manager for StockTrader and DinnerNow

  • System Center 2016 Service Manager Initial Configuration
  • Configuring Business Services
  • Configuring Access for your Support Teams
  • Configuring Notifications

Lab: Configuring Service Manager For Your Environment

  • Integrating Service Manager with Active Directory and other System Center Components
  • Integrating Service Manager with Exchange

Lab: Configuring Connectors in Service Manager

  • The Definition of an Incident and a Problem
  • Managing Incidents
  • Managing Problems
  • Using Queues and Views with Incidents and Problems

Lab: Configuring Incident and Problem Management

  • Managing Change Requests
  • Managing Release Records

Lab: Configuring Change and Release Management

  • The Service Catalog, Request Offerings and Service Offerings
  • Managing Service Requests and Catalog Groups
  • The Self-Service Portal

Lab: Configuring Service Requests

  • Overview of Orchestrator
  • Configuring Runbooks in Orchestrator
  • Configuring Integration between Orchestrator and Service Manager
  • Creating a Request Offering in Service Manager to Initiate a Runbook in Orchestrator

Lab: Automating IT Processes in Service Manager

  • Configuring Service Level Management
  • Viewing Service Level Agreement (SLA) Information in Service Manager

Lab: Configuring Service Level Management

  • Running Reports in System Center 2016 Service Manager
  • Configuring and Running Data Warehouse Jobs
  • Troubleshooting Failed Data Warehouse Jobs
  • Data Warehouse Cubes

Lab: Configuring Reports and Analyzing Service Manager Data

  • Performing Advanced Troubleshooting in Service Manager
  • Performing Disaster Recovery in Service Manager

Lab: Performing Disaster Recovery in Service Manager

  • Key Concepts in Creating and Customizing Forms in the Service Manager Authoring Tool
  • Creating New and Customized Forms by Using the Service Manager Authoring Tool

Lab: Creating Customized Forms by Using the Authoring Tool

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